Technical Support Analyst 2

Key Responsibilities

• - The Technical Support Specialist is responsible for the installation, configuration, and maintenance of IT equipment, as well as providing responsive troubleshooting and support for ongoing hardware, software, and network issues.
• - This role serves as the primary point of contact for end-user technical assistance, ensuring systems remain operational and staff can work with minimal disruption.

• - Install, configure, and deploy desktops, laptops, monitors, printers, and peripheral devices.
• - Set up and configure operating systems, software applications, and user accounts for new and existing staff.
• - Assist with the physical installation of networking equipment (routers, switches, access points) and cabling.
• - Image and prepare devices according to organizational standards and security policies.

• - Respond to help desk tickets, phone calls, and in-person requests in a timely and professional manner.
• - Diagnose and resolve hardware, software, network connectivity, and peripheral issues.
• - Provide first- and second-level support, escalating complex problems to senior IT staff or vendors when necessary.
• - Support common business applications, email systems, and productivity software.

• - Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi‑Fi, and VPN technologies.
• - Familiarity with device imaging, deployment tools, and system security best practices.
• - Knowledge of help desk ticketing systems and IT service management workflows.

• - Effective troubleshooting and diagnostic skills, with the ability to quickly identify and resolve technical issues.
• - Strong communication skills, with the ability to explain technical information in a user-friendly manner.
• - Excellent organizational and time-management skills to handle multiple requests and priorities.
• - Skilled in customer service and maintaining a professional, supportive demeanor with end users.
• - Ability to work independently as well as collaboratively within a team.
• - Ability to adapt to changing technology, tools, and organizational needs.
• - Ability to lift and move IT equipment, such as computers, monitors, and networking gear, as required.
• - Ability to maintain confidentiality and follow security protocols when handling sensitive information.

Fill the skill matrix below:

Skill

Amount

Candidate's No. of years of experience

Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, Wi‑Fi, and VPN technologies.

Required

4

Familiarity with device imaging, deployment tools, and system security best practices.

Required

4

Knowledge of help desk ticketing systems and IT service management workflows.

Required

4

Effective troubleshooting and diagnostic skills, with the ability to quickly identify and resolve technical issues.

Required

4

Strong communication skills, with the ability to explain technical information in a user-friendly manner.

Required

4

Excellent organizational and time-management skills to handle multiple requests and priorities.

Required

4

Skilled in customer service and maintaining a professional, supportive demeanor with end users.

Required

4

Ability to work independently as well as collaboratively within a team.

Required

4

Ability to adapt to changing technology, tools, and organizational needs

Highly desired

4

Ability to lift and move IT equipment, such as computers, monitors, and networking gear, as required.

Required

4

Ability to maintain confidentiality and follow security protocols when handling sensitive information.

Required

4

Experience with Helpspot as a ticketing system.

Nice to have

2